Quality Specialist

KIM K. JUNGHAN

*** ******** **. ******** *****,

MANDALUYONG CITY 1550

HOME: **-******* *********: +63-917*******

**********@****.***

Objective :

• To be able to enhance my skills and knowledge and apply my experience in a different work

environment and industry as well as be able to enhance my career further

Skills:

• Organize and attentive to detail with good time management skills.

• Excellent communication skills in English and Filipino.

• Great interpersonal, writing and presentation skills gained from workplace experience.

• Able to work individually and with a team and trained to work under pressure.

• Computer Literate with knowledge in Microsoft Word, Excel and PowerPoint.

Work Experience:

West Contact Services

October 2010- Present

Performance Assessment Specialist

• Evaluates agent calls and coaches them on their call handling, product knowledge and other

aspect that needs improvement on their call / email / chat.

• Submit reports about the Line of Business weekly improvements such as Good and Bad calls,

what went well and what went wrong reports and inputs necessary for the Electronic Sell-

Through LOB.

• Summarizes key action items after each session and then identifying areas to calibrate for better

coaching opportunities and understanding of transactions attributes

• Takes additional tasks and responsibilities such as hosting and note taking the calibration

sessions. Assign to do some information verification that client requires.

Acquire Asia Pacific

November 2007 - July 2010

Re-contracting Agent (Level 2) – Cash Converter Agent (Level 2) – Customer Service Escalation Agent

(Level 2) – Customer Service Representative (Level 1)–

• Assist customers regarding their account inquiries, payments, outstanding balance, mobile

troubleshooting and complaints for phone, mobile and internet accounts

• Handled escalation regarding customer's issues and complaints.

• Responsible for special projects for the team that requires additional tasks and responsibilities

such as doing outbound calls to update customer's addresses and details and tracking call types of

each agent and following up on complaint cases.

• Updates customers regarding their contract, offering incentives and cross- selling which we

analyze what the customer needs and offer them the services application. This will have our

customer realize that we provide good services with excellent customer service. This process can

also help with customer loyalty.

InterContinental Hotels Group (IHG)

October 2005 - October 2007

Quality Specialist – Hotel Help Desk Specialist – Customer Retention Specialist – Priority Club

Representative–

• Monitors and evaluates representative’s calls.

• Evaluate various numbers of calls per week with monthly assessment of each agent handled.

• Handles escalation about member's inquiries and complaints.

• Assist members and hotels worldwide about their inquiries and procedures about the program via

phone or email and in booking reservations and redeeming items or certificates.

• Helps out other representatives in their inquiries and process certain procedure for them.

• Handles special projects for the department that requires additional tasks and responsibilities such

as tracking the emails and checking individual agent's productivity.

• Consistent in having a good attendance record with no late or unexcused absences.

Educational Background:

DLSU - College of Saint Benilde

BS - Hotel, Restaurant and Institutional Management, SY 2001 - 2004

*SOFA Scholarship, SY 2002 – 2004

*Social Action Office Volunteer, SY 2002-2004

St. Paul College, Pasig

Elementary and High School Education SY 1989 - 2001

Personal Data:

Born in Mandaluyong City to Mr. and Mrs. John L. Junghan, the youngest of four children. Single,

Filipino Citizen, fluent in English and Filipino and loves to travel.

References:

Available upon Request

Contact this candidate